Read our latest Customer Annual Report for 2023 - 2024

We’re happy to share the latest Customer Annual Report for the 2023/24 financial year. You can read it here. We‘re keen to hear what you think about the report, using the clickable buttons or by emailing customervoice@aster.co.uk. 

This year’s report is shaped by what customers told us they most want to know more about. 

Following customer reflections and feedback, we developed a more modern and sleeker look and feel to the report. It’s accessible and interactive with real-life videos that feature some of our customers’ experiences in their homes and using our services.  

Included in this year’s report is our interactive ‘year in review’ section, that provides a snapshot of highlights from the Group, including East Boro Housing Trust (EBHT), Enham Trust and Central & Cecil (C&C).   

Some interesting facts to come out of this year’s report include: 

This year we let or relet over 1,800 homes for affordable and social rent.  We built 977 new homes and invested a record £122.5* million into the maintenance and repairs of customer’s homes.  Over 132,000 repairs were completed in customer homes. 

Digital enquiries from customers now make up 43% of total customer contact and over 23,000 customers are now signed up to the MyAster portal, for easy access and more convenient ways to contact us. 

In May 2023, we launched a more efficient customer services management system, helping to meet a 40% increase in demand for our services. We’ve answered 91% of calls into our contact centre, while call wait times have reduced from an average of six minutes in 2022/23 to one minute 37 seconds.  

Customer satisfaction results were very high with advisors scoring 96% for being polite, friendly, helpful and knowledgeable. 

We’ve reviewed the way we handle complaints, strengthened our processes and streamlined tracking delivery of our agreed commitments and held ‘Learning circles’ to develop action plans to measure and evaluate how and when we can do things better. 

You can hear more from Jean Dalziel, Customer Service Operations Director, introducing you to our performance below and you can view the full interactive report here. 

For a clear picture of our performance, there’s some snapshots in a 2023-2024 Infographic 

*£122.5 million figure includes service charge costs